Sfa Toolkit Review

By | September 22, 2016

Sfa Toolkit ReviewThe Sfa Toolkit

This toolkit provides a wide variety of resources to boost your understanding and ability to manage Sfa in your organization with 30 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Sfa by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
Buy with confidence, the Sfa toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $176.79 Get it now for just $99.0 ! Save $77.79 (44%)
Put together by The Art of Service’s industry experts and providing ready to use documents, this valuable kit takes the reader beyond the theoretical to focus on the real benefits and deliverables of Sfa and how to apply them successfully within an organization.
This innovative set of documents and ready-to-use templates will provide you with a head start for both learning and applying of a Sfa approach that meets today’s standards. It is tailor-fit for professionals who don’t have the time or resources at hand to develop the required templates and structure for implementation or management.
The Complete Sfa Toolkit Includes the following 30 resources:
1.File: 02 Data Warehouse Development Process.doc – Summary: One simple way of identifying what data objects are of most concern in your organization is to identify the subject of any existing or potential lists in the organization, such as a client list, a supplier list, an employee list, etc. Wordcount: 4712
2.File: 03 Data Dimension Worksheet.doc – Summary: The purpose of this document is to provide the IT Organization and the business with the means to define the dimensions of which business should be perceived, as well as identify the set of data objects and measurements relevant to each dimension. Wordcount: 811
3.File: Project Initiation.doc – Summary: This section summarizes any constraints that affect the scope of your project or how you carry out the project, e.g., project staff are only available during summer vacation, new system must interface with another system, requirements for external bodies affect the extent to which you can alter a process, etc. Wordcount: 1959
4.File: 04 Service Management Process Definitions and Interfaces.doc – Summary: Risks associated with requests for change: to assess and manage the impact on service continuity and availability Wordcount: 3140
5.File: 05 Business Justification Template.doc – Summary: The process of establishing and monitoring performance levels means that when IT and business people discuss IT related issues they are in fact talking about the same thing (and not � as often happens � talking at odds with each other. Wordcount: 1804
6.File: 08 Service Definition.doc – Summary: They may find that their strength is in supporting a specific customer asset type, such as processes or financial assets; or they have greater competency in supporting all customer assets through a reporting service. Wordcount: 2654
7.File: 09 Service Options Template.doc – Summary: It is the process by which the service provider and customer will define and agree on the scope and outcomes of a service, as well as review the performance of the service against agreed targets. Wordcount: 1045
8.File: 10 Service Agreements.doc – Summary: Dealing with individual services has the greatest level for flexibility in managing service levels, but creating individual agreements for each service provision has the potential to create conflicting obligations with customers who have multiple services, or a service which is provided to multiple customers. Wordcount: 2309
9.File: Building a Business Case.doc – Summary: For example, benefits like �improved customer satisfaction’ or �enhanced market image’ or �better employee morale’ also have value, but are harder to quantify than tangible benefits such as X% less incidents, so may be omitted as being somehow not quite �real’. Wordcount: 3630
10.File: 11 Service Report Description Template.doc – Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding Service Reports. Wordcount: 1034
11.File: 01 Documenting Roles.doc – Summary: While a role may be specific to a single process, in delivering services to the customer, several processes may be in effect: effective role development ensures that people performing a specific role for different processes are not conflicting, even when a person is fulfilling two process roles simultaneously. Wordcount: 2112
12.File: 03 Telephone Skills Standards – Service Desk.doc – Summary: While performance measures like First Call Resolution may put considerable pressure on the Service Desk to contain all communications with the end-user to between the customer and the Service Desk, there are frequent times when incidents and service requests have to be referred or escalated to a subject matter expert outside the Service Desk. Wordcount: 2556
13.File: 04 Customer Service Standards – Service Desk.doc – Summary: To empower you in the creation process, this document provides some background information regarding the subject area, including considerations to be addressed within the policy itself; however, this is your policy and should reflect the goals, objectives, and guiding principles of your organization. Wordcount: 1184
14.File: 05 Internal Job Application for Job.doc – Summary: This can often be discouraging to internal employees and decrease the appeal of internal applications because the candidate base can be much larger than with the previous approach: internal job applicants may determine that more qualified individuals can be found externally and it would be a waste of time to apply. Wordcount: 1476
15.File: 06 Job Candidate Evaluation.doc – Summary: Every IT department must deal with the management of human resources; often from a perspective not taken by non-IT departments: while human resource management for IT is not different from human resource management for non-IT, it has additional considerations to take into account. Wordcount: 1328
16.File: 11 Performance Management Process Checklist.doc – Summary: As part of that system, you will want to use this checklist to guide your participation in the Performance Management and Development Process. Wordcount: 2042
17.File: Develop your leadership skills.doc – Summary: Thirdly, individuals bring into the group their own needs�not just the physical ones for food and shelter (which are largely catered for by the payment of wages these days) but also the psychological ones: recognition; a sense of doing something worthwhile; status; and the deeper needs to give to and receive from other people in a working situation. Wordcount: 7764
18.File: 14 Known Error Template.doc – Summary: Known Errors can first be identified as incidents which have been handled over to Problem Management because the root cause is unknown or the impact is significant to render investigation. Wordcount: 1062
19.File: 04 Project Initiation.doc – Summary: This section summarizes any constraints that affect the scope of your project or how you carry out the project, e.g. project staff is only available during summer vacation, new system must interface with another system, requirements of external bodies affect the extent to which you can alter a process etc. Wordcount: 2289
20.File: 03 Developing KPIs.doc – Summary: The purpose of this document is to work you through the general creation process, but the document also serves as a template for creating your own process or procedure in your own organization. Wordcount: 1962
21.File: 04 Reports and KPI Targets.doc – Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding measurements and reports This document should be considered a template and will be used to support other documentation within the toolkit. Wordcount: 2166
22.File: 02 Implementation Plan_Project Plan.doc – Summary: Ultimately, we do want the new process to become the way things are done around here, so it may even be best not to set specific launch dates, as this will set the expectation that from the given date all issues relating to the process will disappear (not a realistic expectation). Wordcount: 1926
23.File: 02 Mapping Responsibilities.doc – Summary: This is particularly important if roles and responsibilities need to change, as they often will when a service provider is aiming for the kind of best practice model specified in ISO/IEC 20000. Wordcount: 1006
24.File: 03 Metrics and Reports.doc – Summary: The service provider shall use this process for all new services and changes to services with the potential to have a major impact on services or the customer. Wordcount: 5292
25.File: 01 Service Desk-Objectives and Goals.doc – Summary: While the majority of the shared knowledge will come through Problem Management, every process of the Service Lifecycle considers what knowledge is required by the Service Desk to support the end user as part of its development and improvement. Wordcount: 798
26.File: 01 Service Desk-Policies Objectives & Scope.doc – Summary: A scope statement any bigger than half an A4 page may be too lengthy to read, lose the intended audience with detail, and not be clearly focused on answering the WHAT question for this process. Wordcount: 843
27.File: 02 Service Desk-Metrics.doc – Summary: For example, the total number of calls received by the Service Desk is not in itself an indication of either good or bad performance and may, in fact, be caused by events completely outside the control of the Service Desk�for example, a particularly busy period for the organization or the release of a new version of a major corporate system. Wordcount: 1198
28.File: 02 Service Desk-Process.doc – Summary: For instance, if the Service Desk is required to provide the customer or end user with status on their existing incident/request and the record has been escalated to n-line support, updates from the technician are required. Wordcount: 2933
29.File: 04 Service Desk-Implementation Plan & Project Plan.doc – Summary: Ultimately, we do want the new Service Desk to become the way things are done around here, so it may even be best not to set specific launch dates as this will set the expectation that from the given date all issues relating to the Service Desk will disappear (not a realistic expectation). Wordcount: 2170
30.File: 05 Service Desk Communication Plan.doc – Summary: As the Service Desk staff talk to the customers and end users every day of the week, they should be able to point out to the other process owners where the areas for improvement are. Wordcount: 967
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Sfa.
The kit is designed for those who need or are looking for awareness or skills, but simply don’t have time to develop the necessary templates and structure for the implementation.
The kit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activities.
The Sfa toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Sfa
2. Is scalable to any size and type of project or organization
3. Provides blueprints, templates and documents – ready to download and apply
4. Saves you time and budget
Buy with confidence, the Sfa toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $176.79 Get it now for just $99.0 ! Save $77.79 (44%)

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